Check-in Troubleshooting

Most door problems have a quick fix. Start with the one that matches what you see.

The scanner is blank or will not load

1. Refresh the page (pull down on mobile, or Ctrl+R / Cmd+R).
2. Close the tab and reopen the scanner link.
3. If you added the scanner to your iPhone home screen, delete it and reopen the link in Safari.
4. Try a private/incognito window, or another device. The access code works on any phone or tablet.

The scanner needs a connection to load the first time.

The camera will not start

• Allow camera access for the site (look for the camera icon in the address bar, or check your phone's browser settings).
• Close other apps that may be using the camera.
• On iPhone use Safari; on Android use Chrome.
• If the camera stops when the phone locks or you switch apps, it restarts when you come back. If it does not, tap Restart camera.
• If it still fails, use Type a code or Search instead.

A QR code will not scan

Ask the guest to turn up their screen brightness, and turn on the flashlight button on the camera view (on devices that support it). If the code is damaged, type the ticket code, or tap Search and look the guest up by name, email or ticket code, then tap Check In.

A scan shows amber or red

• Amber, "Already checked in.": the ticket was scanned before. Ask whether they came through another entrance. Recent scans shows the latest check-ins.
• Amber with "Offline: not confirmed yet", or "Not on this phone's list" / "This phone's guest list is out of date": the phone has no signal and let the guest in (or asks your manager) using its saved list. See Check-in Without Signal.
• Red: the ticket is not valid here, and the guest was not checked in. The message says why and what to do next:

- "This ticket was refunded and can't be used. The guest was not checked in. Ask your manager." (or "cancelled"). A refunded ticket cannot be checked in; the guest should speak to the organizer.

- "This ticket is valid for {other event}. This scanner is on {this event}. Send this guest to the right entrance." The guest has a ticket for another show in your account.

- "This QR did not verify. Ask for the ticket code, or search by name." Ask the guest to open the QR code from their ticket email rather than a screenshot.

- "No ticket found for this code. Check the code or search by name. If they have a ticket for another event, send them to that entrance."

- "This QR code is not valid for this event. It may be for a different event, or not a real ticket." This is what a phone with no signal says, because it cannot tell a different event from a bad code.

- "This is a test ticket and can't be used for entry. The guest was not checked in. Ask your manager."

• "This event is paused, so check-in is closed for now. Ask your manager.": check-in is off while the event is paused. The organizer needs to publish the event again from the dashboard. A cancelled, ended or archived event is refused the same way ("This event was cancelled. Check-in is closed.", "This event has ended. Check-in is closed.", "This event was archived. Check-in is closed.").
• "Couldn't reach the server. Scan again." or "The server is busy. This guest was not recorded. Scan again in a few seconds.": nothing was recorded for that scan. Scan the guest again.
• "Too many scans at once. Wait a moment, then scan again.": slow down for a moment.
• "Something went wrong on our side. This guest was not recorded. Scan again, or check in by hand.": scan again; if it repeats, check the guest in by hand and contact support.

Refusals also work with no signal; see Check-in Without Signal for what the phone refuses on its own.

A guest has no QR code

Tap Search in the scanner, find them by name, email or ticket code, and tap Check In. This also works offline, using the attendee list saved on the device (search by name or ticket code). Typing the ticket code in Type a code works offline too for guests on the saved list; a code that is not on it, or that has no saved signature, reads "Can't check a typed code without signal. Scan the QR code, or connect and try again."

Staff cannot get in

• Sign-in link expired or already used: each link lasts 8 hours and works once. Staff can open the scanner link and type the access code instead, or the organizer can send a new link with Send to Staff on the event's Check-in tab.
• Access code rejected: check it against the code on the Check-in tab. If the organizer clicked Regenerate code, the old code no longer works.
• Scanner asks for the code again: the session ended. Organizers who are signed in to the dashboard can click Start Scanner again and get straight in; door staff re-enter the access code.
• A team member's role changed during the day: the scanner picks up the new role when its sign-in renews (about every 7.5 hours while online), or straight away after signing in again.

No internet at the venue

Scanning continues on every plan using the attendee list saved on the phone. A banner at the top of the scanner shows you are offline and how many scans are waiting. Guests let in this way show amber ("Saved on this phone, not yet confirmed.") until the phone reconnects and the server agrees. If the server refuses one, the row turns red with the reason and the guest is listed in a banner at the top so you can check them by hand. Everything about this, including the messages, is in Check-in Without Signal.

• The scanner on the event's Check-in tab (Open scanner on this page) needs a connection on every plan. For offline scanning, use Start Scanner, which opens the full-screen scanner.
• A phone that asks you to reconnect has not signed in to this event while online, so it cannot check guests in offline. Use your exported attendee list (from the Attendees tab) and check guests in on the scanner once you are back online.

While a question is open on the screen, such as the different-slot or timing check, answer it before scanning anyone else. A scan that arrives meanwhile shows "Not checked in. Answer the open prompt, then scan again.", so scan that guest again afterwards. If the question says "Ask your manager to approve", your login cannot approve it: ask an owner, admin or event manager. The camera, typed codes and search never run at the same time.

Other devices do not show my check-ins

Live sync across devices is a paid-plan feature. If it drops, the scanner falls back to checking for updates every 10 seconds, and counts catch up once devices reconnect. Each device's own check-ins are recorded either way.

Emergency: nothing is working

1. Switch to a backup device and open the scanner link with the access code.
2. If no device works, check names against your exported attendee list and note who you admit.
3. Check those guests in afterwards from the event's Check-in tab using Search. Do it soon: about a day after the event ends it is marked as ended and scans are no longer accepted.

Still stuck? Contact support.